Account Health Framework Skill

When to Use

• Building dashboards or scorecards for CS/account management reviews.
• Triggering proactive outreach based on usage, sentiment, or commercial shifts.
• Aligning leadership on what defines green/yellow/red customers.

Framework

1. Signal Library – define categories (product usage, support, sentiment, executive alignment, commercial).
2. Weighting & Thresholds – assign weights and thresholds per segment/tier.
3. Automation Hooks – map scores to alerts, workflows, and CRM fields.
4. Play Mapping – connect each tier to recommended plays and owners.
5. Review Cadence – set refresh frequency, calibration sessions, and feedback loops.

Templates

• Health Scorecard: See assets/health_scorecard.md for calculation and components.
• Risk/opportunity matrix with recommended plays.
• Alert + workflow checklist for RevOps.

Tips

• Tune weights by segment to avoid false positives.
• Include qualitative inputs (exec sentiment, champion strength) to supplement data.
• Audit data sources quarterly to maintain trust in the score.